As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level three support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is “down” which relies on analytical and technical skills.
We encourage candidates from all backgrounds to apply. We require applicants to be efficient in SQL.
In this position, you will offer guidance and real-time resolution for a diverse variety of technical and non-technical customer issues. This includes addressing concerns related to product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting, and product availability. Serving as a key technical contact for both clients and staff, your responsibilities will extend to training and mentor. You will manage open service requests, implementing fixes (such as writing SQL scripts), analyzing hardware or software problems, and detailing cases for critical issue in the tracking system. The work involves a moderate level of difficulty and requires some judgment. Support may be delivered through electronic channels (web, email, etc.) or over the phone. There may be occasions when the position works in a call center environment. Additionally, you will be the primary contact for new customers, introducing and educating them about Oracle. This role also presents the opportunity to acquire knowledge in specific product areas within our core technologies and/or applications.
We require candidates to be efficient in SQL.
